Terms and Conditions

Please read these conditions carefully before using the Chateau Rouge website. By using this website, You signify Your agreement to be bound by these conditions. Definitions: Customers or visitors to this web site are referred to as “You” or “Your”. Chateau Rouge Limited is referred to as “Us” or “We” or “CR”.

Payments

All payments through our website are handled and processed by either: SagePay (formally Protx) on PayPal on their secure servers. We take security seriously and have ensured through our partners and systems that your details are treated with the utmost confidentiality. We do not under any circumstances store any of your payment information other than name and address details ended to fulfil your order. While it is impossible for any web site to be completely impregnable to fraud, Our secure server and 3D encryption offers high level of security that You can be confident with.

VAT

Unless otherwise stated all prices are shown inclusive of VAT (currently 20%). If any other taxes are due on international shipments these will be at Your expense, unless otherwise agreed.

Order process

When You place an order to purchase a product We will send You an e-mail confirming receipt of Your order and containing the details of Your order including transaction and order reference numbers. Your order represents an offer to Us to purchase a product which is accepted by Us when We process payment for your order. When We accept Your order, We will send a Dispatch Confirmation E-mail. Any products on the same order which We have not confirmed in a Dispatch Confirmation E-mail to have been dispatched do not form part of that contract. If You have incorrectly entered Your email address Your confirmation and dispatch email may fail. So long as payment has been processed successfully this will in no way affect Your order.

Title

The title for goods supplied remains with Us until full payment has been received.

Email Enquiries

You can contact us through the contact us page or alternatively please call us on: +44 207 099 7027

Contact Details

For delivery, purchase or product queries please contact us using any of the methods listed at the Contact Us page on the web site.  

Order tracking

In the event that Your tea is damaged in transit please contact Us within 24 hours of receipt. Products received by courier should be checked before being signed for. If the exterior packaging or the product are found to be damaged You must then sign "checked and found to be damaged". If You fail to do this We may not be able to offer a refund. If products sent by Royal Mail are not delivered please contact Us for details of the tracking and tracing procedure. If products sent by a Courier and not delivered please contact Us for details of the online and telephone tracking procedure. If orders are considered by Us to be lost in transit after a reasonable period time has elapsed we shall at Our discretion either refund or resend the order. Should You fail to collect a parcel or re arrange delivery of your parcel after a failed delivery attempt and the parcel is returned to Us by the post office or City Link then You will incurr a further postage charge for Us to re send the parcel back to you.  

Address Details

Full valid postal codes are required for every order. We will not send any orders without one. If You provide an incorrect address, including the postcode, We do not accept any responsibility for a failure of an order to arrive or any costs involved in redirecting that order. Any of our designated couriers will not deliver to a PO BOX address.

News & Updates

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Every Purchase Makes a Difference - Packaging Guide
Every 2 products sold = 1 Tree planted (costing £0.40 - 0.70 per tree over a 5 year period). Proceeds from the sale of each product directly help improve the environment and combat climate change by planting trees in Zambia with WeForest and 1% for the Planet. These are sustainable long term projects that not only focus on planting trees but on supporting the communities affected to help alleviate poverty.
Weights and volumes of  loose leaf tea tins may vary slightly per product. We pack all our tea tins full and weights are dependent on the type of tea and tea leaf size.
Tea bags tin sizes: 17 tea bags tin, 60 tea bags tin or 50 tea bags refill pouches. We pack our tea bags with larger quantities of loose leaf tea. This ensures a full flavour cup and is possible to use 2x per tea bag - for a large mug or small teapot.  View actual tin and pouches sizes here
Our tea tins (2 sizes) come in our new  Chateau Rouge cartons. Where applicable our jams, honey and preserves are packed in similar boxes of two jars. These have also been designed for gift packaging. All our packaging is made from FSC recycled or recyclable card and we only print using 100% environmentally inks.